How To Use Positive Scripting (With Examples)

Positive scripting is the process of designing a customer service script and formulating a message so as not to frustrate or upset your customers. It can also be used to guide a customer towards a desired outcome. For example, up-selling a customer to a premium-rate contract instead of a standard-rate one.

Positive Scripting in Call Center Customer Service (With Sample Verbiages)

Importance of positive scripting for customer service

Positive scripting is frequently crucial for support teams because having pleasant conversations with customers is essential to keeping them as clients and growing revenue. Here are some ways positive scripting benefits customer service teams:

What is positive scripting?

A technique used in customer service called “positive scripting” gives customer service representatives ready-made, uplifting responses to customer complaints. These scripts may contain specific language that representatives must read, or they may just contain general instructions on how to interact politely with customers. Additionally, some persuasive scripts persuade customers to buy particular goods, such as upgrades or extra features. Positive scripting’s main objective is to maintain pleasant and productive customer interactions.

How to use positive scripting in customer service

To implement positive scripting for your customer service team, take the following actions:

1. Consider responses for various situations

To best prepare your customer support team for any situation, it’s important to develop positive responses for various situations. Make a list of potential responses for your script based on the most typical situations or products that customers may contact your team about. The most helpful situation for representatives is usually when they have a limited number of phrases to choose from and modify. These responses may be general ideas or precise phrases. Basic introductions and closings, addressing particular issues, and what to say during silent periods are some examples of situations.

2. Ask questions with specific answers

Although chitchat can make customers feel welcome, representatives frequently need to concentrate on resolving the customer’s issue. Because of this, it’s crucial to include questions in a script with clear answers to help customers and representatives find the information they need without having to engage in lengthy conversations. You can enquire about the problem the customer is experiencing and whether it has occurred before in addition to general information like their name, address, and order number.

3. Keep scripts on computers

Writing and maintaining your customer service team’s scripts as digital files rather than actual paper documents is typically a good idea. It is simple for representatives to edit and access these documents while speaking with customers thanks to scripts saved to a company server. For representatives to more effectively find keywords or specific responses, many programs include search functions. Additionally, when a representative is on the phone with a customer, computer files are much quieter than rustling paper, and you can easily share these files with every member of your team.

4. Think about formatting

How your script is formatted affects how simple it is for representatives to read and understand. Think about using headers to indicate the sections of your script, bullet points to delineate your responses, and images of particular products with your own sales taglines or responses. These text breaks in a script make it easier for representatives to find information and improve the quality of customer service they offer. When reading through lengthy scripts and doing other things, like looking up customer information, at the same time, formatting helps representatives stay on task.

5. Test your script

Once you’ve written your script, request that your team practice it using role-playing customer service scenarios. It’s important to gather as much of your team as you can to get all of their opinions and perspectives on the success of your script. You may schedule a specific training time for this activity or take fifteen minutes out of a regular meeting to test your script. Determine the effectiveness of the scripted responses for the scenario by having representatives stand up two at a time and act out potential customer interactions.

6. Give representatives time to learn

Before using the script in their regular work activities, let your customer support team read the entire script and ask any questions. This allows representatives to address any concerns about the language or timing of responses, practice long phrases, and comprehend where specific sections are. They might even have suggestions for additional scripted responses that they could find useful. Giving your team of representatives time to learn your script will help them respond to customers with greater assurance.

7. Make changes when necessary

Your team may give you immediate feedback on your script’s potential improvements or they may point out things you can change over time. Regularly check the script to make sure it still reflects the company’s and its brand’s voice, offers straightforward but uplifting responses, and covers all scenarios in which a representative might require such a response. Don’t forget to remove out-of-date information or products and to add specific information about new products to cross-sell or upsell.

Examples of positive scripting

Review the following instances of effective scripting to gain a better understanding of how scripted responses can benefit your team:


Making direct and positive greetings and introductions, which are the first points of contact between a representative and a customer, sets a welcoming tone for the remainder of the conversation With the help of these scripted responses, a representative can get to know a customer and gather useful information. Some examples of positive scripted greetings include:

Addressing a concern

These pre-written responses may provide specific wording or instructions for particular scenarios. Depending on your business and the goods or services it offers, each response may differ, but the majority of positive scripts address concerns in a similar way to find out what a representative needs to do to satisfy a customer. Some examples of addressing a concern positively include:

During moments of silence

Sometimes a customer service agent needs to look up information or place a client on hold for a while. When a customer is on hold, salespeople can start a conversation to get to know them better. Some examples of scripted responses for moments of silence include:


Positive conclusions make customers feel satisfied that their issues were addressed and improve their mood. A respectable closing expresses appreciation for the customer’s time, offers assistance as needed, and typically uses their name to address them. Some examples of closing responses include:


How do you deliver positive scripting?

Positive scripting best practices include the following: Be flexible with scripts and take all potential outcomes into account. Respect a customer’s emotions whether they are negative or positive. Make use of positive and empowering words. Take inputs from all team members while creating scripts.

What is positive phraseology?

Using the Top 10 Power Words in the Contact Centre
  • Now. It’s great to reassure the customer that their inquiry is significant to your company, and in order to do this, it’s good to give them a sense of urgency.
  • Great. …
  • Always. …
  • Really. …
  • Best. …
  • Change. …
  • Understand. …
  • Real.

What is positive positioning?

When words are put together in a way that the negative impact is either diluted or neutralized when they are spoken, it is known as positive scripting or positive phraseology. It may also merely refer to the more effective manner of communicating with others.

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